Exam Support

Before or After an Exam

Please feel free to contact us regarding any part of the certification process at support@certible.com. We will get back to you in a timely manner.

Special needs

We are happy to accommodate candidates with special requirements, including making our exam locations accessible and adjusting our software for candidates with visual impairments. Please inform us of any such needs in advance so we can make the necessary arrangements.

Extension of the duration of examinations

Some certifications allow for extended exam time for disadvantaged candidates. For exact details on whether this applies to a specific certification, the qualifying reasons, and the length of the extension, please refer to the applicable exam regulations or contact us directly.

In general (depending on the certification and subject to exceptions), candidates whose native language is not the exam language may be granted a 25% extension of the exam duration. Additional time extensions may also be possible for other reasons, upon request and in accordance with the applicable exam regulations. Please contact our support team in advance to discuss any such accommodations.

Complaint handling process

Being open to customer feedback and complaints is very important to us. General complaints can be submitted to support@certible.com. Alternatively, you can provide general, anonymous feedback via our feedback form (linked in the results email).

A complaint can be submitted by a candidate and criticize the actions of the certification body or its employees. A Certible employee can also submit a complaint against a candidate. A third party can also submit a complaint against Certible or against a certified person.

On receipt of a complaint, Certible will confirm whether the complaint relates to the certification activities and, if so, process the complaint.

Certible commits itself to a fair, equal and, above all, confidential handling of received complaints, and will formally inform the complainant of the result of the complaint, or, in the case of a lengthier complaint process, will provide the complainant with progress reports.

Complaints have the management’s utmost attention and will be processed in coordination with the management board to take corrective actions. If an employee is concerned in the complaint, Certible will ensure that this employee is not involved in the processing of this complaint. Submission of a complaint does not lead to penalization of the complainant.

Complaints about a Certified Person

Complaints raised by third parties against a person holding a Certible certification are handled in line with the same principles. Certible will confirm that the complaint falls within the scope of the certification activities, inform the certified person of the complaint while preserving the complainant’s identity where appropriate, invite the certified person’s response, and assess whether the complaint calls for corrective action. Outcomes may range from no action to suspension or withdrawal of the certification, in accordance with our Conditions of Certification.

Language of Service

Complaints and appeals may be submitted in English or German. Certible will respond in the same language, or in English if the request was submitted in another language.

Inspection of Records

Candidates may request an inspection of their examination records to support an appeal or to understand how their exam was scored. Requests must be submitted in writing no later than one week after the examination. The inspection must take place within two weeks of the examination date. Appointments will only be scheduled upon full payment of the inspection fee.

Important: The Scheme Owner of the respective certification program may impose stricter deadlines or additional restrictions. Please refer to the specific examination regulations of your certification program.

Inspections generally take place at our office. For certain certification schemes, an online inspection may be available. During the inspection, you can review which answers you provided and how the questions were scored. Depending on the certificate, the correct answer(s) may also be disclosed.

Conditions:

• Duration: maximum 45 minutes
• Taking notes is not permitted

The fees for inspection of records can be found in our Certification Fees. Requests for inspection must be submitted via email.

Appeal handling process

You have taken an exam with us and want to appeal against the certification result. In this case, we request a written submission of the appeal to support@certible.com within the applicable appeals period, which depends on the certification in question and reason for appeal:

Certible will confirm receipt of the appeal and process it, according to the applicable exam regulations, within one month (two weeks for UXQB exams). If the appeal concerns practical examination elements that are assessed by examiners selected by IREB or the UXQB, we will process the matter in coordination with the applicable program owner and take suitable corrective measures.

Appeals are reviewed by Certible personnel who were not involved in the original certification decision. Where the appeal concerns a practical assessment, review is performed in coordination with the scheme owner’s designated examiner, independent of the original assessor.

We commit ourselves to a constructive and impartial handling of the appeal and will notify you of the outcome as soon as possible. Submission of an appeal does not lead to penalization.

Certible is committed to handling appeals fairly, equally, and above all with strict confidentiality. We will formally inform the submitter of the outcome of the appeal.